Project Role : Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills : Genesys Cloud CX

Good to have skills : Genesys Contact Center QM

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

RRD Skill – Genesys Cloud

Experience: - 3+ Years

Key Responsibilities

Responsible for handling day-to-day contact center operations, requirements, and issues

Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud

Good understanding about
Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement,



Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues.
Trunks – SIP, ISDN PRI and BRI, Analog trunks
Network connectivity to the Genesys Cloud and Agents.
Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark.

Understanding of contact center reporting and customization

Vendor and Service Provider management for resolving issues.

Understand requirements from client and create design documents.

Planning, coordinating, tracking and executing Migrations.

Contribute process improvement areas.

Identify automation areas and implement the automations to optimize the team efforts.

Mentoring team members to achieve target timelines and deliverables.

Handling escalations related to project deliverables.

Inspiring team members to upskill / cross skill.

Techni

📌 Application Tech Support Practitioner (Bengaluru)
🏢 Accenture in India
📍 Bengaluru